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Title: | The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective |
Other Titles: | 基于人工智能服务交互的阴暗面: 从客户的角度探索共毁的过程 |
Authors: | Castillo, D Canhoto, AI Said, E |
Keywords: | value co-destruction;customer resource loss;artificial intelligence;automated service interactions;chatbots;service robots;value co-creation |
Issue Date: | 30-Jun-2020 |
Publisher: | Taylor & Francis |
Citation: | Castillo, D., Canhoto, A.I. and Said, E. (2020) 'The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective ', The Service Industries Journal, 41 (13-14), pp. 900 - 925. doi: 10.1080/02642069.2020.1787993. |
Description: | This is an Accepted Manuscript of an article published by Taylor & Francis in The Service Industries Journal on 30 Jun 2020, available online: https://doi.org/10.1080/02642069.2020.1787993. |
URI: | https://bura.brunel.ac.uk/handle/2438/21143 |
DOI: | https://doi.org/10.1080/02642069.2020.1787993 |
ISSN: | 0264-2069 |
Appears in Collections: | Brunel Business School Research Papers |
Files in This Item:
File | Description | Size | Format | |
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FullText.pdf | Copyright © 2021 Informa UK Limited, trading as Taylor & Francis Group. This is an Accepted Manuscript of an article published by Taylor & Francis in The Service Industries Journal on 30 Jun 2020, available online: https://www.tandfonline.com/doi/full/10.1080/02642069.2020.1787993. | 1.45 MB | Adobe PDF | View/Open |
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